TrustBridge Care

Updated 15 September 2022

The inspection

We carried out this inspection under Section 60 of the Health and Social Care Act 2008 (the Act) as part of our regulatory functions. We checked whether the provider was meeting the legal requirements and regulations associated with the Act. We looked at the overall quality of the service and provided a rating for the service under the Care Act 2014.

Inspection team

This inspection was completed by one inspector.

Service and service type

GoodOaks Homecare Derby is a domiciliary care agency. It provides personal care to people living in their own houses, flats and specialist housing in Derby and Derbyshire. The service was supporting 50 service users with personal care at the time of the inspection.

Registered Manager

There was not a registered manager at the time of this inspection. The manager was in the process of applying to become the registered manager, they were not at work at the time of the inspection. Both the provider and the registered manager are legally responsible for how the service is run and for the quality and safety of the care provided.

Notice of inspection

We gave the service one day’s notice of the inspection. This was because we needed to be sure that arrangements could be made for us to review records in the office.

Inspection activity started on 17 August 2022 and ended on 26 August 2022. We visited the office location on 17 August 2022. Phone calls were made to people and their relatives on 18 August 2022. We spoke with care staff on 18 August 2022. We continued to review evidence the provider sent us until the 26 August 2022.

What we did before the inspection

We used information received about the service since it registered with the Commission. The provider was not asked to complete a Provider Information Return (PIR) prior to this inspection. A PIR is information providers are required to send us with key information about their service, what they do well, and improvements they plan to make. This information helps support our inspections. We used all of this information to plan our inspection.

During the inspection

We spoke with four relatives of people who used the care service. We spoke with both directors, one who was the nominated individual. The nominated individual is responsible for supervising the management of the service on behalf of the provider. We spoke with the operations director, the care coordinator, the office manager and three care staff.

We reviewed a range of records including the relevant sections of three people’s care records and medicine records. We looked at three staff files in relation to recruitment. We reviewed other records related to the management and governance of the service, including policies, quality audits and staff training records.

Updated 15 September 2022

About the service

GoodOaks Homecare Derby is a domiciliary care service. It provides care for people living in their own houses and flats in Derby and Derbyshire. People are supported in their own homes so that they can live as independently as possible. CQC regulates the personal care and support. There were 50 people who received personal care at the time of the inspection. CQC only inspects where people receive personal care. This is help with tasks related to personal hygiene and eating. Where they do, we also consider any wider social care provided.

People’s experience of using this service and what we found

People had care plans and risk assessments in place to help ensure they received safe care. Care staff followed these however, we found one occasion where staff had provided additional care without a care plan, and the provider took action to remind staff to follow people's care plans. The provider assessed and took action to reduce the risks from infection, including those associated with COVID-19. However, we received some feedback care staff had not always worn face masks. We made the provider aware and they took action to remind staff to follow government guidance.

Checks were made on care staff when they applied to work at the service to ensure they were suitable to work in care. The provider worked to try and provide care calls at times that were suitable for people. Processes were followed to help ensure the safe management of medicines. Systems were in place to help reduce the risks associated with abuse and avoidable harm. Actions were taken so improvements could be made if something had gone wrong.

People’s care needs and any equality characteristics were assessed. Care plans recorded how people’s needs could be met and prevent discrimination. Care staff received support and completed an induction and training programme. This helped them have the skills and competencies required for their roles. Where people received help with their nutrition and hydration, care plans detailed how this should be provided. The service worked effectively with other agencies to help people live healthier lives and access healthcare services and support.

People were supported to have maximum choice and control of their lives and care staff supported them in the least restrictive way possible and in their best interests; the policies and systems in the service supported this practice.

People were well-treated, and their equality and diversity needs respected. The provider promoted a caring culture for people and a caring work environment for staff. People were supported to be involved in their care decisions and their views were asked for and known. People’s dignity was promoted and respected and people were supported to maintain their independence. People’s privacy was respected.

Care was changed as people’s needs changed so that they continued to receive a responsive service that met their needs. People retained choice and control over their care needs. People’s communication needs were assessed and informed care plans so people received their care in a way they understood. People were helped maintain their relationships and avoid social isolation. Systems were in place to respond to complaints, comments and feedback to further improve services.

Arrangements for the management and governance of the service were clear. Audits and checks were used to ensure the quality and safety of care and to meet regulatory requirements. Risks were assessed and the service looked to identify where it could improve further. The provider had a commitment to be open and honest when things went wrong. The service was led with an open and approachable management style and promoted person-centred care outcomes for people. People and staff were engaged and involved in the service. The service worked well in partnership with others.

For more details, please see the full report which is on the CQC website at www.cqc.org.uk

Rating at last inspection

This service was registered with us on 23 November 2020 and this is the first inspection.

Why we inspected

This was a planned inspection based on the date of registration.

Follow up

We will return to visit as per our re-inspection programme. If we receive any concerning information we may inspect sooner.